Customer Support Representative

CB Talents; Port Dickson; Hybrid; MYR 56,000 - 95,000; Full time

Job summary

CB Talents in Malaysia seeks a bilingual Japanese-English customer support specialist to assist users on complex financial and crypto product inquiries. The role requires native-level Japanese and strong English, with 5-day shifts including weekends under a hybrid model (onsite day shifts, remote night shifts).

You will manage live chat and email inquiries, ensure quality service, stay informed on crypto markets, and convert feedback into actionable improvements for management.

Qualifications

• Native-level Japanese proficiency required for complex, written interactions.
• Strong command of English, both written and spoken.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Ensure an efficient, accurate, high-quality customer experience.

Skills

Japanese proficiency

English proficiency

Customer service

Teamwork

Education

Finance/Economics/Mathematics/Business Administration or STEM

Tools

Live Chat Tools

Email Support Tools

Job description

Requirements

• Native-level Japanese proficiency, able to confidently support users on complex, writteninteractions related to financial and crypto products (reading & typing mandatory).
• Strong command of English, written and spoken.
• Experience in Customer Service / Live-chat Customer Service, preferably 2-4 years, withtraining in frontline operations (Live Chat & Email).
• Experience working with financial institutions, fintech platforms, trading environments,or crypto-currency products is a strong advantage.
• Educational background in Finance, Economics, Mathematics, Business Administration,or other analytical / STEM-related fields is preferred.
• Strong numerical acumen with attention to detail and comfort working with figures,data, and statistics.
• Passion to develop knowledge and a long-term career in fintech / crypto-currencytrading firms.
• Team player, committed and self-driven, with the ability to respond positively andprofessionally to user requests.
• Ability to perform 5 days' shift work, including weekends and public holidays.
• Willingness to work onsite during day shifts and from home during night shifts,according to the hybrid model.
• Legal work authorisation in Malaysia is required.

Responsibilities

• Assist customers with inquiries via live chat or email in Japanese and English.
• Ensure an efficient, accurate, and high-quality customer service experience.
• Be well equipped with crypto tradingplatform, products, and crypto-market fundamentals,while keeping abreast of general market conditions.
• Diligently manage and follow up on inquiries or complaints from current andprospective users.
• Demonstrate a strong ability to understand customer needs and convert them intoconstructive feedback and suitable solutions for management.
• Ensure frontline operations are smooth by flagging discrepancies, potential risks, orunusual situations to management in a timely manner.
• Continuously seek improvements to enhance team performance, work efficiency, andoverall operational processes.

looking forward to collaborating with you

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